Friday, July 20, 2007

Bad Whirlpool Customer Service

Today I experienced one of the rare days that I'm ticked-off. All who know me know that days like that don't come along very often. What happened?

I just got of the phone with Whirlpool Support. I bought a microwave in late February this year (about 5 months ago) and it started failing this week. After entering the cook time and hitting 'Start' it just 'clicks' and kicks-off the timer, but doesn't start to cook.

So, as a dilligent consumer I arranged for a service call on Monday July 23 as the Whirlpool service website indicated as available. I got a call today from their 3rd party service provider 'Total Appliance' that they can't come out until July 26.

Since I'm going to pickup the Dutch Contingent (first 6 of them) for our wedding on Sunday July 29 we have a bit of a need for a working Microwave.

So I called Whirlpool support to make alternate arrangements. Well, apparently no alternate arrangements were possible. The Whirlpool representative only re-iterated that they only do repairs and nobody could indeed come out until at least July 26. And this could be a diagnosis-only visit since if they'd have to order parts I'll be out of a working Microwave even longer.

Mentioning that I have 10 people at the house for a week and an open-house on Sat July 28 with about 50 people for my WEDDING didn't make a difference. The Whirlpool representative was unwilling / unable to help me.

Since we do delivery for Whirlpool I'm in a unique position to spread the word fast about this very rigid, very un-cooperative stance of a respected company like Whirlpool.

I'm telling (through this post and verbally) my co-workers and friends that Whirlpool makes great products, but to hope nothing goes wrong with it, since the service is far below what you'd expect.

I'm off to Home Depot to buy a Sharp (the brand I had before for 10 years without any problems). Sorry Whirlpool, but I expected better from you.

19 comments:

Anonymous said...

Been going through a Whirlpool nightmare here myself. Bought a washing machine that broke on the second day. Been broke for 30 days now and I've been washing clothes for SIX people in my kitchen sink for a month. Whirlpool makes it nearly impossible to get anything and every phone call takes 30-45 minutes and I never talk to the same person twice. The washer still isn't fixed and Whirlpool can only say "sorry" but they won't replace it or take it back (they are only responsible for repair, but not in a timely manner). They will spend $1200 fixing the stupid thing when I bought it for $700. That's the short version. I won't buy or recommend Whirlpool again.

Anonymous said...

I too have had rotten support through whirlpool my refrigerator is 2 years old and ive put hundreds of $$in repairs and still 2 this day am having problems. they say it is out of warranty!! whirlpool is not my recommendation to any one

DRob said...

I hope I am posting this in the right place and this isnt too old for someone to respond..but here goes.
My Whirlpool Nightmare:
My gf and I just recently bought a home in Culpeper, VA (the home was a foreclosure and therefore some appliances were not included). However the gov't stepped in and told the bank that they had to supply us with a fridge. All good right? Thats what we thought but guess again! Well the bank gave us a fridge and brought it to our house and put it in the kitchen. We came in the day before closing and plugged it up and saw that it was working (we thought). The next day after closing, while we are moving in, we realize that the thing isnt cold...at all. So we call Whirlpool as well as the bank and everyone seems to have the whole "my hands are tied approach". Whirlpool decides to contact a local repair place who actually did come out and look at the thing. The firdge was examined and it was determined that there was a leak in a certain part of the fridge that they didnt stock. So they called the distributor and tried to locate it. No luck...it is back ordered. FANTASTIC!!! So now we are going on 2 weeks with no refrigerator and Whirlpool refuses to replace the damn thing because they said since it is the first time it has had a problem they have to proceed with the service. Well at this rate it will be a month before we can have this issue resolved....Can anyone lend any advice? Thanks for listening.

Anonymous said...

My house burned down in 2003 in the Ca wildfires. We rebuilt, purchasing what we thought were good products. We have been so sorry about our choice. everyone of my appliances have had to be serviced more than once.service has been a nightmare.My dishwasher has had to be serviced 6 times in the last 2 years. It has broke again and going to replace it with a different brand. I will never buy whirlpool again

jolyon.white said...

I have had a run in with Whirlpool. Fridge feezer failed after 18months. They will replace it as oer the terms of the service contract but are trying to charge me £85 for delivery!!!

I am thinking of taking them to the small claims court for unfair contract clause.

My recommendation is to avoid Whirlpool and its allied brands as the after sales service is absolutely dreadful - rude, inflexible, confusing, secretive, unco-operative - the list could go on.

Anonymous said...

Oh grow up. Millions of units are produced and of course they are gonna mess up. I've had whirlpool and never had a problem out of them or the product. I recommend Whirlpool to anyone.

Niels said...

To Anonymous posted at 3/3/2009 - 1:39pm:
Of course things can go wrong. I fully expect that, but when it goes wrong they should back their product, take it back and send a new one. That way they have the time to fix it and the consumer is happy with a new appliance. Customer Service can be very simple...

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